AccountId: 011433970860
ContactId: 62411a25-6a5e-40fc-a580-2fe44b0670c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111300 ms
Total Talk Time (AGENT): 51949 ms
Total Talk Time (CUSTOMER): 36506 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/62411a25-6a5e-40fc-a580-2fe44b0670c2_20250226T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Genesis Medical Group and I'm calling for benefits, uh, on a patient of ours.
[AGENT][NEUTRAL] OK, I can help you with benefits, Ms. [PII]. May I please get your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, it's [PII]. Date of birth is [PII]. The policy number is 02558162.
[AGENT][POSITIVE] Thank you so much. Let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then to be able to get the benefit information I'm gonna need to transfer you on over to Web TPA. I'm gonna give you that phone number just in case the call is dropped along the way.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, [PII] what was the last two numbers?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK perfect.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold, um, Ms. [PII], I'm gonna transfer you on over now and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.